Team Member

Team member means a member who is registered on Omni-Channel which has been set on the same rule. This is only provided to Supervisors. The following are the functional features of the team members:

• View Active Member

• View Rules

• Change Status

• Filter Ticket

• Kick User

• Update Team Member

• Search Active Member

View Active Team Member

This feature helps Supervisors to see all the team members. On the bottom right of the supervisor dashboard, you will see the active member at the top of the list.

List Active Member

View Rules

This feature helps Supervisors to see what channel is assigned to agents. Select a member and click the 'View Rule' button (). Then, you will see the rules set on the members, like the image below.

Assignment Rule

Change Status

This feature will help Supervisors to manage productivity and act on real-time data by updating incorrect agent statuses (for example, if the agent’s working hours have finished and forgot to log out, or is available but his/her status is displaying as inactive).

In the list of team members, you can change the agent status. Select a member and click the 'Change Status' button (). Then, you will see a pop-up of availability status, select the status and click the 'save' button ().

Change Status

Filter Ticket

This feature helps Supervisors to monitor their team performance like seeing tickets being worked on by team members.

To begin, you can go to the customer support page. On the list of active team members, select team members, and click the 'Filter' button ( ). If successful, you will see the button becomes green, and all tickets that are being handled by the team members that you are selected.

Filter Ticket

Kick User

Supervisors can manually kick the Agents or team members from Omnichannel. For example, when an agent forgets to log out, this is the role of the Supervisor to kick the agent from the omnichannel. Click the 'Kick User' button () on the member.

Kick User

Update Team Member

The status of team members will automatically be updated if there is a team member who makes changes to their status. Keep your records up to date of the team member, by clicking the 'Update Team Member' button ( ).

Update Team Member

Search Team Member

In the search column, type the name to find a team member. For example, find team member ‘Zulfa Fahimah‘ such images below.

Search Team Member